Extending the AI Assistant with Custom Knowledge base.

Since the release of Newired 24.3, our AI Assistant has become more adaptable to your specific knowledge needs. You can now expand its knowledge by adding your own content through what we call Custom Knowledge. This feature allows the AI Assistant to provide more relevant answers based on your unique resources, creating a more personalized experience for your users.

What is Custom Knowledge?

Custom Knowledge is a set of information or documents that you can add to the AI Assistant to tailor its responses to better suit your organization’s needs. You can add these documents by uploading a structured CSV file to the AI Service. This allows the AI Assistant to answer questions based on your specific content, such as product documentation, help articles, or setup guides.

How to Add Custom Knowledge

Adding Custom Knowledge requires uploading a CSV file to the AI Service through a REST API. Here’s a straightforward breakdown of how to go about it:

1. Prepare Your Content File: The file you upload must be in CSV format, with each line representing a single article. Each article needs three key pieces of information:

• URL: The link to where the article is hosted (e.g., a support page or knowledge base entry).

• Name: The title of the article or document.

• Text: The main content or summary of the article.

Example CSV structure:

,url,name,text
0,https://support.newired.com/support/solutions/12,Setup and Installation, Newired Learning Center ..
1,https://support.newired.com/support/solutions/32,Newired Web Extension, Since version 51.0.0 ..

2. Upload the CSV File: Use the OpenAPI documentation page (also known as SWAGGER-UI) provided by Newired to upload the file. You can find this page at:

<AI Service URL>/docs#

For example, if you’re working in the staging environment, the link might look like:

https://ai-service.stage.newired.com/docs#

3. Enable Custom Knowledge on Your Site: To make the AI Assistant use your Custom Knowledge on a particular Site within your Newired Portal, you need to enable it in the Site’s Advanced Settings.

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Important Considerations

• Single File per Tenant: Only one Custom Knowledge CSV file can be used per tenant. This means that any Custom Knowledge you upload will apply across all Sites within that tenant.

• Data Source: Typically, Custom Knowledge data can be collected (or "crawled") from your documentation or support website (e.g., Newired Support Site). You can prepare this data yourself, or reach out to Newired for assistance.

Benefits of Using Custom Knowledge

Adding Custom Knowledge helps your AI Assistant provide more precise and relevant responses, enhancing the user experience by answering questions specific to your products or services. This personalization can streamline support, reduce response time, and improve overall satisfaction for your customers.

For more information or assistance with setting up Custom Knowledge, feel free to reach out to our support team.